Intradyn

• Answer incoming support phone calls in a professional and helpful manner. • Create new support tickets in CRM. • Update existing CRM tickets with customer communication, internal notes, DevSecOps tickets and status changes. • Assign tickets to the appropriate team members when needed. • Reply to customers with updates based on information provided by internal team members. • Follow up with customers to collect missing information, screenshots, logs, or details. • Monitor open tickets and make sure customers receive timely responses. • Help coordinate communication between customers and the internal support or technical team. • Maintain a clear and organized record of customer issues and actions taken. • Review customer issues and perform initial troubleshooting. • Search DevSecOps for similar past tickets and review previous solutions. • Use known fixes, documentation, and internal notes to help resolve common issues. • Work with other support and technical team members to determine possible solutions. • Gather technical details before escalating, such as product version, error messages, screenshots, logs, and steps to reproduce the issue. • Identify when an issue requires a technical call, deeper investigation, or code change. • Escalate complex issues to Level 3 support with clear notes and all relevant information. • Document repeated issues, common fixes, and troubleshooting steps for future reference. • Help improve the internal knowledge base by identifying patterns in support tickets.